Sasharon Tanielu
Auckland,Waitakere
Summary
Accomplished Customer Service Consultant at ANZ Bank, adept in complaint handling and escalation management, with a proven track record in enhancing customer satisfaction through expert support and relationship building, managing high call volumes with excellent multitasking and prioritization skills. Skilled in call center operations and team development, consistently exceeding expectations by employing both hard and soft skills to achieve results.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Customer Service Consultant
ANZ Bank
Mount Wellington, AUK
10.2021 - 05.2024
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
Online Travel Consultant
American Express, AMEX
Greenlane, AUK
03.2020 - 10.2021
- Utilized CRM software to manage and track customer interactions, ensuring timely follow-up and personalized service.
- Enhanced customer satisfaction by providing personalized travel recommendations and itineraries.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Enhanced customer satisfaction by swiftly addressing and resolving inquiries through email and live chat platforms.
Customer Service Officer
Auckland Cooperative Taxis
Auckland, AUK
05.2018 - 03.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted call-in customers with questions and orders.
Elderly Caregiver
Work And Income NZ
Auckland, AUK
01.2016 - 05.2018
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with personal hygiene tasks such as bathing, grooming, dressing, feeding, toileting giving attention to detail.
- Assisted client with daily living needs to maintain self-esteem and general wellness.
- Assisted client with physical therapy exercises to maintain and improve strength, flexibility and balance.
Education
Diploma in IT And Technical Support - IT And Technical Support
New Zealand School Of Education
New Lynn, NZ05.2016
Certificate Level 3 - Foundation Studies Level 3
Unitec New Zealand
Mount Albert, NZ06.2014
Skills
- Complaint Handling and Escalation management
- Call center experience
- Inbound Call Management
- Team Development and Training Development aptutitude
- Product and service solutions
- Active Listening and Problem Solving abilities
References
Matauaina Amosa
Supervisor/ Trainer - American Express ( Amex )
Mobile : +6420-4379-739
Email : inaamosa@gmail.com
Tiffany Gan
Supervisor - ANZ Bank New Zealand
Mobile : +6427-361-9929
Email : tiffanykeliagan@gmail.com
Ofa Pouono
Training Lead - ANZ Bank New Zealand
Mobile : +6421-130-4163
Email : ofapouono@anz.com
Timeline
Customer Service Consultant
ANZ Bank
10.2021 - 05.2024
Online Travel Consultant
American Express, AMEX
03.2020 - 10.2021
Customer Service Officer
Auckland Cooperative Taxis
05.2018 - 03.2019
Elderly Caregiver
Work And Income NZ
01.2016 - 05.2018
Diploma in IT And Technical Support - IT And Technical Support
New Zealand School Of Education
Certificate Level 3 - Foundation Studies Level 3
Unitec New Zealand